We are hiring for a Subject Matter Expert (Lead on paper) for our Navi Mumbai(Airoli) location. This is a 5-day work from office opportunity with rotational shifts. Please see below the job description and qualifications required for the same.
Responsibilities, Qualifications and Experience
We are looking for an experienced SME who will assist the Team Manager to lead, develop and motivate a high-performance team of support professionals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Leads in this role get to:
Empower the Work:
Provide Sales and Support to team members through:
- Updating the team on a need-to-know basis with the most up-to-date product and process information.
- Identify and escalate cases requiring engagement levels within the next level of support.
- Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
- Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.
Provide Subject Matter Expertise through:
- Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
- Provide real-time support on Slack, Teams or On-Site for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
- Respond to advanced inquiries of a technical nature through cases management.
Impact the bottom line: Will review daily operations report to:
- Identify, investigate, and research opportunities based on the report.
- Participate in activities designed to improve Customer Satisfaction and Business Performance
- Review Open Cases and Sales Leads/Opportunities
- Review the state of high priority cases.
Strengthen relationships: To interact and communicate effectively cross-functionally and within various levels of the organization.
Take the lead: Willing to take it upon themselves to 1) Handle escalated calls or chats 2) Conduct Tech Sales Sessions 3) Lead Pre/Post Shift Huddles in case Team Manager is not available.
Qualifications
Our most successful candidate must have:
- Upselling/Sales experience required
- Customer Service with Sales/Upselling
- Good English-Speaking Skills, B2 or above level
- Sales Minded: Able to promote sales strategies to achieve business goals while providing technical support assistance.
- Must be coachable and open-minded.
- Ability to promote fun and energetic culture.
- A proactive attitude towards developing trust and skilled rapport with team members; the ability to be a team player.
- Strong customer-orientation when managing communications and issues.
- The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.